Customer Relationship Manager Resume Richmond, VA - Hire IT People

Objective

Customer service management where my experience can be utilized to improve customer satisfaction

SUMMARY

Study a situation and decide on course of action based on analysis and within scope of authority.
Experience as a Business Consultant for the Legacy Asset Mortgage line of business within Confidential
Leadership management experience: 2+ years
Ability to work independently, analyze data and take appropriate action with minimal supervision.
Capable of working under pressure from internal and external customers to meet deadlines, maintaining a high degree of diplomacy and tact.
Capable of managing a team and working as part of a team to accomplish sales goals
Mortgage experience with multiple investors: 2+ years
Highly detailed oriented

TECHNICAL SKILLS

PROFESSIONAL EXPERIENCE

Customer Relationship Manager

Confidential, Richmond, VA

Responsibilities:

Work independently on a specialty team with minimal to no supervision
Coach and lead other teammates as a Subject Matter Expert (SME) during ongoing training
Cultivate and maintain on - going client relationships to determine solutions that will cure the delinquency in a timely matter
Worked directly with litigation teams both internal and external to complete the loan applications and service the client

Customer Relationship Manager

Confidential, Richmond, VA

Responsibilities:

Process loan application for delinquent Veteran Affairs and Federal Housing Administration homeowners
Educate and walk the clients through options such as Repayment plans, Special Forbearance, Modifications, Short Sale, or Foreclosure
Communicated with other lines of business both within and outside of the bank to identify, research and resolve complaints
Manage a working pipeline of complaints and to frequently document those complaints and the progress made to resolve those complaints.
Pipelines consist of an average of 300+ loans.
Met production daily, weekly and month goals, along with measurable quality requirements.
Collaborate across teams to share information and coordinate on new ideas to improve work performance

Confidential, Norfolk, VA

Responsibilities:

Trained on Identifying the laws and regulations governing underwriting and processing loans with the essentials of bank compliance for Underwriters and Processors
Responsible for the day-to-day resolution of complex problems and the execution of complex transactions for a single site/business unit or smaller business unit(s), including research.
Managed projects and direct activities of a team related to special initiatives of an operations nature assigned by team leader.
Handled highly escalated situations appropriately by utilizing the required protocols to address escalated cases referred from the internal Offices of the President and CEO

Customer Marketing Sales Specialist

Confidential, Norfolk, VA

Responsibilities:

Answered routine internal customer calls in a timely, accurate manner, offered additional credit card products and services that add value for our customers cross-sold wide range of retail banking products and services to new and existing customers, including deposit products and services and opening new accounts
Offered alternative solutions where appropriate with the objective of retaining customer's business
Provided timely answers and resolutions to routine questions and problems using third party processing system, core systems, and other research sources, as necessary.

Shift Leader/Sales Manager

Confidential, Virginia Beach, VA

Responsibilities:

Supervised and coached associates in achieving sales results.
Recorded and compiled all financial data to hold weekly sales meeting with associates and managers to discuss trends and where improvements were needed.
Mediated resolution of customer issues as needed.
Met sales goals for the assigned shift set by the store manager
Assigned individual shift goals to employees and following up with each of them to ensure delivery of goals.
Coached and developed CSR's on their shift per standard and as needed.
Ensured that proper inventory, cash controls, and loss prevention procedures were in place and followed
Ensured compliance with ongoing marketing programs, product and maintained per company standards.